Service Desk Analyst

4 weeks ago


Pittsburgh, Pennsylvania, United States BNY Mellon Full time
Job Summary

BNY Mellon is seeking a highly skilled Service Desk Analyst (1st Level Support) to join our Technology Service Centre team in Pittsburgh, PA. As a key member of our team, you will provide first-line technical support to all BNY employees and contractors, responding to requests for technical assistance via phone, chat, and web tickets.

Key Responsibilities
  • Provide technical support to BNY employees and contractors via phone, chat, and web tickets
  • Respond to requests for technical assistance in a timely and professional manner
  • Troubleshoot PC, printer, telephone, mobile, and software issues
  • Remain current with support changes and updates, adhering to company policies and incident management processes
  • Diagnose and troubleshoot issues using available knowledge bases and research solutions
  • Advise users on appropriate actions and log all inquiries and incidents as required
  • Assign unresolved incidents to appropriate support teams in a timely manner
Requirements
  • Bachelor's degree in a related discipline required
  • Typically requires no previous professional experience or 2+ years' experience in a tech help desk support capacity
  • Previous technical desktop support experience, experience with MS Office Suite products, and customer service/soft skills experience
  • Knowledge of PC hardware and software
  • Flexibility in working hours
  • Knowledge of call center metrics for operations support
  • Ability to make sound decisions in real-time crisis
  • Ability to follow set procedures and processes
  • Excellent documentation skills
  • Ability to work independently and/or in a team setting
What We Offer

BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey, focusing on your health, fostering your personal resilience, and reaching your financial goals as a valued member of our team.



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